Usability of disaster apps : understanding the perspectives of the public as end-users : a dissertation presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Emergency Management at Massey University, Wellington, New Zealand

Listed in 2020 Dean's List of Exceptional ThesesMultiple smartphone applications (apps) exist that can enhance the public’s resilience to disasters. Despite the capabilities of these apps, they can only be effective if users find them usable. Availability does not automatically translate to usability nor does it guarantee continued usage by the target users. A disaster app will be of little or no value if a user abandons it after the initial download. It is, therefore, essential to understand the users’ perspectives on the usability of disaster apps. In the context of disaster apps, usability entails providing the elements that effectively facilitate users in retrieving critical information, and thus enabling them to make decisions during crises. Establishing good usability for effective systems relies upon focussing on the user whereby technological solutions match the user’s needs and expectations. However, most studies on the usability of disaster context technologies have been conducted with emergency responders, and only a few have investigated the publics’ perspectives as end-users. This doctoral project, written within a ‘PhD-thesis-with-publication’ format, addresses this gap by investigating the usability of disaster apps through the perspectives of the public end-users. The investigation takes an explicitly perceived usability standpoint where the experiences of the end-users are prioritised. Data analysis involved user-centric information to understand the public’s context and the mechanisms of disaster app usability. A mixed methods approach incorporates the qualitative analysis of app store data of 1,405 user reviews from 58 existing disaster apps, the quantitative analysis of 271 survey responses from actual disaster app users, and the qualitative analysis of usability inquiries with 18 members of the public. Insights gathered from this doctoral project highlight that end-users do not anticipate using disaster apps frequently, which poses particular challenges. Furthermore, despite the anticipated low frequency of use, because of the life-safety association of disasters apps, end-users have an expectation that the apps can operate with adequate usability when needed. This doctoral project provides focussed outcomes that consider such user perspectives. First, an app store analysis investigating user reviews identified new usability concerns particular to disaster apps. It highlighted users’ opinion on phone resource usage and relevance of content, among others. More importantly, it defined a new usability factor, app dependability, relating to the life-safety context of disaster apps. App dependability is the degree to which users’ perceive that an app can operate dependably during critical scenarios. Second, the quantitative results from this research have contributed towards producing a usability-continuance model, highlighting the usability factors that affect end-users’ intention to keep or uninstall a disaster app. The key influences for users’ intention to keep disaster apps are: (1) users’ perceptions as to whether the app delivers its function (app utility), (2) whether it does so dependably (app dependability), and (3) whether it presents information that can be easily understood (user-interface output). Subsequently, too much focus on (4) user-interface graphics and (5) user-interface input can encourage users to uninstall apps. Third, the results from the qualitative analysis of the inquiry data provide a basis for developing guidelines for disaster app usability. In the expectation of low level of engagement with disaster app users, the guidelines list recommendations addressing information salience, cognitive load, and trust. This doctoral project provides several contributions to the body of knowledge for usability and disaster apps. It reiterates the importance of investigating the usability of technological products for disasters and showcases the value of user-centric data in understanding usability. It has investigated usability with particular attention to the end-users’ perspectives on the context of disaster apps and, thus, produces a theoretical usability-continuance model to advance disaster app usability research and usability guidelines to encourage responsible design in practice

“Experience First”: Investigating Co-creation Experience in Social Product Development Networks

Social product development (SPD) is a network-based innovation model in which firms or platforms use social mechanisms and social technologies to mobilize organizationally independent individuals––co-creators––to co-create new products. SPD networks require the maintenance of external participation across the innovation cycle to survive competition and thrive in the innovation sector. While prior research suggests that the viability, survivability, and productivity of social networks generally depend on user experience, we have limited evidence on the particular role of user experience in the context of SPD networks. Responding to this need, we introduce a conceptual model to theorize and operationalize co-creation experience in SPD networks. Through validating the proposed model, we demonstrate why co-creation experience is critical for predicting co-creators’ behavioral intentions and maintaining their actual contribution. Finally, we explore the theoretical and practical implications of the results. Future studies can leverage the findings to better capture co-creation experience and contribute to designing successful SPD networks

Mapping Emotional Cartography

Maps are somehow shy. They tend to hide their emotional side behind their clear lines, precise points, minimalistic words, numerical data and informative purpose. But when we scratch the cartographic surface, maps appear to be impregnated with all sorts of emotions. The emotions associated with the topic mapped and the ones evoked through the cartographic design. The emotions felt by the mapmaker while drawing the map and the ones felt by the map user when discovering it. The anger and sadness triggered by social injustices revealed on a map, or the simple pleasure felt while admiring a beautiful cartographic design. The emotional experiences we clearly remember and the most common ones we hardly notice or we simply forget. Beneath the surface, maps and mapping teem with emotions of all sorts. In this introduction to the special issue on Maps and Emotions, we will reveal the multiple relationships that exist between maps, mapping, and emotions

A Multi-Dimensional Approach for Framing Crowdsourcing Archetypes

All different kinds of organizations – business, public, and non-governmental alike – are becoming aware of a soaring complexity in problem solving, decision making and idea development. In a multitude of circumstances, multidisciplinary teams, high-caliber skilled resources and world-class computer suites do not suffice to cope with such a complexity: in fact, a further need concerns the sharing and ‘externalization’ of tacit knowledge already existing in the society. In this direction, participatory tendencies flourishing in the interconnected society in which we live today lead ‘collective intelligence’ to emerge as key ingredient of distributed problem solving systems going well beyond the traditional boundaries of organizations. Resulting outputs can remarkably enrich decision processes and creative processes carried out by indoor experts, allowing organizations to reap benefits in terms of opportunity, time and cost. Taking stock of the mare magnum of promising opportunities to be tapped, of the inherent diversity lying among them, and of the enormous success of some initiative launched hitherto, the thesis aspires to provide a sound basis for the clear comprehension and systematic exploitation of crowdsourcing. After a thorough literature review, the thesis explores new ways for formalizing crowdsourcing models with the aim of distilling a brand-new multi-dimensional framework to categorize various crowdsourcing archetypes. To say it in a nutshell, the proposed framework combines two dimensions (i.e., motivations to participate and organization of external solvers) in order to portray six archetypes. Among the numerous significant elements of novelty brought by this framework, the prominent one is the ‘holistic’ approach that combines both profit and non-profit, trying to put private and public sectors under a common roof in order to examine in a whole corpus the multi-faceted mechanisms for mobilizing and harnessing competence and expertise which are distributed among the crowd. Looking at how the crowd may be turned into value to be internalized by organizations, the thesis examines crowdsourcing practices in the public as well in the private sector. Regarding the former, the investigation leverages the experience into the PADGETS project through action research – drawing on theoretical studies as well as on intensive fieldwork activities – to systematize how crowdsourcing can be fruitfully incorporated into the policy lifecycle. Concerning the private realm, a cohort of real cases in the limelight is examined – having recourse to case study methodology – to formalize different ways through which crowdsourcing becomes a business model game-changer. Finally, the two perspectives (i.e., public and private) are coalesced into an integrated view acting as a backdrop for proposing next-generation governance model massively hinged on crowdsourcing. In fact, drawing on archetypes schematized, the thesis depicts a potential paradigm that government may embrace in the coming future to tap the potential of collective intelligence, thus maximizing the utilization of a resource that today seems certainly underexploited

Understanding User Engagement in the Open Collaboration Model of Crowdsourcing

Crowdsourcing refers to the use of technologies to gather the collective effort and wisdom from an undefined group of online users for organizational innovation and/or problem solving. Further, open collaboration model refers to the crowdsourcing type wherein the crowd members discuss the submitted contributions among themselves to provide the final outcomes to problem owners. Regardless of crowdsourcing forms, a critical challenge for crowdsourcing service providers is to engage online participants in making sustained contributions. Inspired by Flow Theory (Csikszentmihalyi & Csikszentmihayi, 1988), the purpose of this dissertation is to examine whether the conditions of challenge-skill balance and clear and immediate feedback invoke the flow state, specifically an absorbed and enjoyable experience, and consequently make Internet users more engaged in the open collaboration events. The proposed relationships were tested through lab experiment, with the flow state being measured through both self-report survey and eye-tracking. As for the results, I found that perceived challenge-skill balance and perceived feedback were associated with the invocation of fun, but not the holistic flow experience in the brainstorming task. Moreover, fun was also found to positively associate with the indicators of the intensity and sustainability of user engagement. I also identified some exploratory ocular patterns of participants when they enjoyed the task at hand

Navigating the Black Box: Generativity and Incongruences in Digital Innovation

Digital technologies offer generative potential as they are malleable, dynamic and can be leveraged across a range of tasks. Prior studies have mainly focused on generativity as driver for recombinatorial innovation. However, not much attention has been paid to 1) how innovators develop cognitive frames in the face of seemingly unbound possibilities and 2) how heterogeneous actors resolve differences, or incongruences, in their cognitive frames.Extant research provides only partial answers on how innovators navigate those challenges. Therefore, this thesis aims to generate new insight on how innovators balance generativity and incongruences in digital innovation. It is based on two empirical papers that draw upon a two-year, longitudinal single-case study of a distributed, heterogeneous innovation network engaged in leveraging digital technologies in the context of marine environment.This thesis finds that embracing generativity increases the risk of clashes between incongruences amongst innovators. On the other hand, innovators leverage the generative potential of digital components to respond to incongruences by producing boundary objects or facilitating innovation trajectory shifts. Moreover, the appended papers illustrate how innovators may employ a non-linear innovation approach and loosely defined organizational structures to facilitate repeated shifts in their innovation trajectory. At the same time, this thesis finds that too many shifts create challenges in network coordination and maintaining a coherent strategic vision